• Provide first-level technical support for Netrix customers by responding to incoming calls, emails, and system-generated alerts. • Accurately document incidents and service requests in the ITSM tool, including troubleshooting steps performed and their outcomes. • Monitor critical infrastructure alerts through remote monitoring systems and escalate issues appropriately when higher-level support is needed. • Maintain accurate documentation within the ITSM system and leverage the Knowledge Base for incident resolution. • Deliver exceptional customer service by keeping customers informed of incident progress, planned changes, or outages. • Ensure tickets are routed to the right resource and resolved quickly and efficiently, meeting SLA requirements. • Follow customer-specific processes and Standard Operating Procedures (SOPs). • Complete end-of-shift checklists and turnover reports. • Participate in continuous improvement initiatives for the Service Desk and contribute to Knowledge Base documentation. • Acquire and maintain knowledge of ITIL best practices for incident management. • Contribute to team projects that improve efficiency and quality of support delivery. • Accept and apply feedback from management and quality assurance programs. • Keep customers and internal teams informed about issue trends, critical incidents, and escalations. • Collaborate closely with Netrix engineers and other technical teams to resolve complex issues. • Build effective relationships with customers, educating them on system operations and applications as needed. • Be available for overtime when needed to cover open shifts, absences, or time off. • Use personal mobile devices for multi-factor authentication (MFA) when accessing Netrix systems.

• Respond to customer inquiries via phone, email, and chat in a professional and efficient manner; • Troubleshoot technical issues and provide step-by-step guidance to customers; • Collaborate with other departments to resolve customer inquiries; • Escalate complex issues to the appropriate team for resolution; • Document customer interactions; • Apply the latest and greatest customer happiness practices; • Maintain deep understanding of client solutions and meet KPI; • Communicate with developers and cross-functional specialists;

• Set up and configure our complex B2B product with advanced functional logic (similar to Odoo, SAP, Microsoft Dynamics, etc.); • Conduct demo calls to understand client business needs and deliver compelling product presentations; • Develop and lead client training sessions to ensure strong adoption and effective product usage; • Troubleshoot technical issues, including API requests, data flows, and integrations; • Act as a trusted advisor by proactively managing the client journey and ensuring long-term success; • Manage a portfolio of accounts, focusing on retention and identifying growth opportunities; • Collaborate with product and engineering teams to resolve complex technical challenges; • Build strong, long-lasting relationships with customers through clear and proactive communication.

• Serve as the primary escalation point for complex or high priority customer issues, independently prioritizing, troubleshooting, and resolving cases while maintaining complete and accurate documentation in the ticketing system. • Collaborate with Product, Engineering, and Tier 3 teams to investigate and resolve advanced issues, identify defects, and ensure timely and transparent internal communication of technical concerns. • Provide expert guidance to clients, Tier 1 Support Specialists, SMEs, and partners—promoting a culture that under promises, overdelivers, and consistently protects the customer experience. • Determine optimal solutions and walk customers through resolution steps, addressing end user concerns professionally and ensuring a customer centric experience. • Mentor, coach, and train Tier 1 team members on troubleshooting methods, processes, new releases, and support best practices; contribute to onboarding and skill development. • Provide backup support to Tier 1 during high volume periods to maintain team-wide service level consistency. • Create and maintain knowledge base articles and internal documentation to support customer self-service and improve internal knowledge sharing. • Identify broken or inefficient processes and recommend practical solutions to leadership, contributing to continuous improvement across the support organization.